Abhishek Sharma Email & Phone Number

Work From Home

* Collaborating closely with clients, I assist them in maximizing the effectiveness of BlueCat products and services by thoroughly understanding their requests and leveraging extensive technical expertise * Delivering enterprise-level support tailored to Premium Plus customers, ensuring their needs are met with top-tier assistance and expertise* Become the 'trusted advisor' with the customer, ensuring that recommendations are heard by the appropriate customer contacts and taken seriously * As the sole point of contact, I am accountable for dedicated accounts, overseeing architectural changes, tracking upcoming activities, and anticipating future requirements to ensure seamless management and client satisfaction * Take complete ownership of assigned customer issues, from initial troubleshooting to root cause identification and resolution. Utilize advanced troubleshooting and debugging skills, alongside Front-end, OS, Backend, database, and application expertise, to pinpoint the root cause of issues* Additionally, establish test environments mirroring the customer's production setup, conducting tests with either their data or representative data* Work closely with and be responsible for escalating issues across multiple business units within BlueCat (e.g. Sales, Professional Services, Engineering, Product Management, etc.) * Schedule weekly and bi-weekly calls with customers to discuss ongoing case statuses and enhance the utilization of Bluecat products and services by thoroughly understanding customer requests and leveraging deep technical expertise * Partner with clients and help them follow best practices and optimize the use of BlueCat Software. Identify opportunities to upgrade or provide additional products or services to meet customers’ needs effectively and address customer pain points* Manage the technical relationship with customers, ensuring their short- and long-term needs are communicated internally at BlueCat for strategic alignment.

Chennai, Tamil Nadu, India

In my Senior position, in addition to my ongoing responsibilities, I was also engaged in:* Assisting colleagues with critical escalations and troubleshooting procedures.* I employed deep packet analysis techniques to investigate and resolve long-standing cases, ensuring their successful resolution.* Conducting internal training sessions on DNS, DHCP, and networking concepts.* Served as a mentor for new team members.* Crafting subject matter expert (SME) articles on DNS, DHCP, and Anycast.

Chennai, Tamil Nadu, India

* Offer customers Technical support via Electronic and Eelephone channels for products* Setting up and resolving issues with BlueCat's products, such as Adonis (DNS/DHCP) and Proteus (IPAM), BlueCat Gateway* Monitoring support case progress through an automated support platform* Creating and sharing informational material for customers* Taking part in on-call rotations, performing maintenance tasks after regular hours, and providing support during holidays.

Amritsar Area, India

*Planning, engineering, and monitoring the security arrangements for the protection of the network systems and devices.*Responsible for support of existing firewall security policies and procedures, as well as creation and implementation of new security policies*Perform and create procedures for system security audits, penetration-tests, and vulnerability assessments.*Responsible for upgrading and deploying firewalls, including Cisco ASA, Sophos, Palo Alto, and Checkpoint R80.16, at new sites.*Designing network architectures for clients like Airtel, Vodafone, Swiggy, Zomato, and deploying routers, switches, and firewalls as per their approved design* Configuring MPLS using BGP routing protocol and establishing IPsec VPNs between HQ and client sites for internal and private link communication*Performing configuration tasks for F5 BIG-IP LTM such as creating Virtual servers and pools, setting up load balancing methods and algorithm, Creating and managing iRules for traffic manipulation, Configuring health monitors for server health checks and Configuring SNAT (Source Network Address Translation) for outgoing traffic.*Delegated with the responsibility of managing Cisco devices 7200,2600,3700 & 2800 series of routers & 2900, 3500,3600 series of Layer 2 and Layer 3 Switches & Cisco PIX and ASA 5500 series firewall*Configuration of VLAN's, Policy based routing, Class-Based Policing, Priority Queueing technique to prioritize certain types of traffic over others, ensuring that high-priority traffic gets processed first.* R&D on IOT devices such as CCTV camears, WiFi modems* Configuring and administering Active Directory servers and domain controllers.* Mangaed Debian servers ruuning VOIP services for Inbound and Outbound calling with the help of SIP and PRI's

New Delhi Area, India

*Responsible for installation, maintenance, and modification of the Layer 2 and Layer 3 Network devices, installation and configuration of newly deployed nodes as per the requirement of IRCTC (Indian Railway Catering and Tourism Corporation)*Supervising the setup of Switches, Routers, D-link Modems, and IPDSLAM devices that deliver broadband internet connectivity withing entire North Indian Railway*Assisting the team in resolving Server hardware, Network and System related issues/problem and implementing new changes & raising the tickets to ISP's.*Hardware managed includes Cisco 1800 and 2600 series routers, Cisco 2900 and 3500 switches, Zyxel switches, CentOS OS servers, Cyberoam security devices(Currently Known as SOPHOS), and IPDSLAM

Bachelor'S Degree, Electronics And Communications Engineering

Diploma Of Education, Electrical, Electronics And Communications Engineering